Understanding Challenges
KRL Access, the official commuter line app in Indonesia, aims to simplify train travel. However, user research revealed a disconnect between its intended purpose and the actual experience. Research that had been done from KRL Access users reveal several pain points:
Information Overload: Finding essential details like schedules and train positions required navigating a labyrinth of clicks and menus, leading to frustration and wasted time.
Button Blues: Ambiguous button functions and generic design elements resulted in frequent misclicks and confusion.
Home Screen Disconnect: Irrelevant information filled the home screen, rendering it a skippable element instead of a valuable resource.
Feature Disparity: While features like schedules and positions were crucial, others like fares and congestion lacked prominence and user engagement.
Empathy
To address these challenges, we embarked on a user-centered design process. In-depth interviews with KRL commuters revealed their habits, needs, and frustrations—and putting it into a generalized user persona. We then used affinity mapping to identify recurring themes and prioritize areas for improvement.
Reimagining Journey
Based on the user research, our focused then turned into the question "How Might We?" solve these users problems. Using the ideation process in the Design Thinking Methodology, we created a diagram for the users problems, the "How Might We" question, and then the proposed solutions for it.
Intuitive Navigation: We redesigned the information flow, placing essential details like schedules and positions at the forefront, accessible with minimal clicks.
Clarity in Design: Buttons received distinct visual cues and clear labels, minimizing misclicks and confusion.
Home Screen Makeover: We transformed the home screen into a valuable hub, displaying real-time train positions, delays, and congestion information, all tailored to Rina's needs.
Prioritizing Features: We rebalanced the app's feature hierarchy, giving prominence to frequently used features like schedules and fares while maintaining accessibility for less-used ones.
The Prototype
Solution
